Improve customer relationships with personalized self-service

It’s not business—it’s personal

When customers contact you, having context from previous voice and digital interactions creates a better experience. Personalize that experience with Genesys, and make it conversational using natural-language capabilities and blended artificial intelligence (AI). Personas based on demographics or customer preference further personalize the experience.

By combining self-service with personalization, you can transform your self-service IVR system into a valuable asset for building customer relationships.

Forrester: The case for omnichannel self-service

Enable secure self-service payments

Let your customers pay bills during a self-service transaction or with a payment app that’s used during an assisted expert interaction. Reduce risk with native and proven capabilities for omnichannel self-service when payments and other sensitive transactions are protected through PCI compliance—all under one platform.

“Our contact centers react much faster to daily events, and we spend less time and money supporting the IVR system.”— Adam Warne,IT Director, AO.com

Get up and running quickly with microapps

Quickly deploy new omnichannel self-service microapps that reflect best practices in business processes and give you a competitive advantage. One customer refreshed their self-service IVR application in eight weeks, instead of the typical 11-month deployment, for faster time to value.

Design your chatbot application once and leverage it across any channel

Bring insight to your omnichannel self-service solutions

Use microapps with automatic support across voice and digital channels, including web chat, Facebook and mobile, to design and personalize customer experience in a single process. Our open-access approach lets you fully integrate with other Genesys capabilities, as well as third-party data sources—including natural-language processing and AI engines—to create conversational self-service, business process automation or intelligent apps.

Built-in self-service analytics gives you full visibility into how customers move through their self-service journeys. Because it’s easy to understand these journeys, you’ll see significant savings and improve customer experience through continual optimization.

Genesys self-service solutions

PureConnect Self-Service

Get customers quickly to the answers they want

Your voice self-service system (IVR) has a direct effect on the quality of the customer experience. Customers value businesses that are easy to work with, and IVR applications that let customers help themselves with routine tasks put your business in that category. They also reduce cost of service.

With the Genesys PureConnect™ platform, you have the control to design, build and manage your own IVR application. This single-standard platform is supported on-premises, cloud and as a hybrid deployment, and offers:

Business-centric analytics and IVR reporting

DTMF and multi-language speech recognition with natural language support

Text-to-speech (TTS) support

Robust prompt management

Integrated ACD

Communicate on your customers’ terms

Increase self-service completion rates by offering more natural interactions. Speech enablement in the PureConnect platform lets customers use their own words to tell you why they called.

Third-party ASR support

Advanced ASR applications, such as Nuance, offer high-recognition accuracy and enable more natural conversations with several language options.

PureConnect VoiceXML feature support

Utilize existing applications—written in industry-standard VoiceXML—and take advantage of speech recognition technology without application development costs.

Be there when your customers need you

While self-service is critical to modern customer experiences, sometimes customers need to speak with an agent. When that happens, make sure they don’t have to explain their problem again. Omnichannel communication tools let you track customer interactions and maintain context across their entire journey.

Define business rules for when to present an option for assisted service.

Intelligently route interactions to the most qualified agent using information collected within self-service.

Show customers you value their time

Cut customer frustration with callback

Customers become frustrated when they’re forced to wait on hold. Show your customers that you value their time with the callback feature in the PureConnect platform. Providing a callback option improves customer experience by putting the customer in charge. Because customers are connected to the best agent resource to resolve their need, agent productivity is improved and issues are addressed correctly the first time. Mitigate the effect of unanticipated spikes in call volume and improve your call center SLA metrics—abandon rate, AHT, FCR—with omnichannel callback.

“PureConnect IVR improved our speech recognition capabilities, so more customers are making payments and receiving information without needing to speak to an agent.”

— Don Bertier, CIO, MOHELA

PureEngage Self-Service

Personalized self-service gives customers the experience they want

When customers contact you, offer them a better experience by using the context from previous interactions in every channel to address their issue. With the Genesys PureEngage™ platform, you can personalize the experience and make it conversational using natural-language capabilities and blended artificial intelligence (AI).

By combining self-service with personalization, one telecom customer transformed their self-service IVR system from a top source of complaints into a valuable asset within 12 months. Because the IVR system offered context, self-service and deflection rates rose 38%, representing direct savings of more than €1.2m per annum. In addition, the company’s Net Promoter Score (NPS) jumped from 5.6 to 6.2 within one month of going live.

It’s very important for us to be able to make changes to the system easily and we make most of the changes we need through the Genesys solution.

Free business users to adapt self-service to changing conditions

Genesys self-service capabilities let you quickly respond to changing customer needs. Belgian postal services company Bpost was tired of making costly and time-consuming changes to their IVR; it was inefficient and compromised their customer experience. The company used the intuitive Genesys self-service solution to improve its capabilities from making a maximum of about four changes per year to making more than 400 changes in the first six months after implementation.

Resources

Genesys® powers 25 billion of the world’s best customer experiences each year. Our success comes from connecting employee and customer conversations on any channel, every day. Over 10,000 companies in 100+ countries trust our #1 customer experience platform to drive great business outcomes and create lasting relationships. Combining the best of technology and human ingenuity, we build solutions that mirror natural communication and work the way you think. Our industry-leading solutions foster true omnichannel engagement, performing equally well across all channels, on-premise and in the cloud. Experience communication as it should be: fluid, instinctive and profoundly empowering.